[Blog] ServiceDesk Plus Free! Software for Small Business Enterprises
ServiceDesk Plus is FREE! for SMB's and
for all who need a complete helpdesk with knowledgebase management functionalities,
extensive reporting, dashboards, and integration capabilities. We provide
ServiceDesk Plus Standard Edition, with all these features and facilities,
without a price tag.
You can manage your business with ServiceDesk Plus Standard
Edition, which comes with up to 5 technicians and an unlimited number of users for
the self-service portal. It provides great visibility and central control in dealing with IT issue to ensure that businesses suffer no downtime.
ServiceDesk Plus is easy to implement and provides the most basic needs of an IT support application.
Major features included in ServiceDesk Plus Standard Edition:
Request/Ticket Management:
The request module helps you to organize, manage, and track, incident ticket raised in your organization. The users can submit their tickets through the user portal or they can submit the incident through the mail, which will be in turn fetched by the ServiceDesk mailbox and will be converted as incident ticket automatically or technician/department user can raise a ticket on behalf of a user. Tickets can be organized by Filters to provide ease for technicians, pre-defined templates are available, besides, you can create and Customize templates based on your business need. There are many more functions available in the ServiceDesk Plus Request Module.
Few vital feature which can provide great assistance in manage tickets:
- Field and Form Rules is a process of defining rules that can be executed on ticket event types like On Form Load, On Field Change, and On Form Submit, know more about FAFR......
- Business Rules is the process of defining rules to organize the incoming requests (via web form and e-mail) and perform actions such as delivering them to groups, assigning status, etc, know more about BR......
Technician Auto Assign feature follows the Round Robin or Load Balancing methods and based on the availability of the technicians, the requests are assigned, know more about TAA......
- Request Life Cycle defines life cycles for processes specific to your organization and associate with the incident, know more about RLC......
- Custom Triggers allows administrators to customize automatic workflows for different types of user requests, know more about CT...
- Request Custom Menu allows administrators to customize the Actions menu of the Requests page with the use of own scripts, know more about RCM.......
Service level agreement (SLA) management:
A Service Level Agreement is an agreement between a service provider and an end-user that clearly states and defines the level of service that the end-user expects from the service provider. ServiceDesk Plus allows you to define your own SLAs and will notify you using Notification Rules when these SLAs are violated. You can even configure actions like to set technician, group, priority, and level of the request after escalation.
Users Self-service portal:
Self Service Portal is a web page that can be deployed to users with login access. The SSP provides a centralized way to submit tickets and track ticket's progress. Knowledgebase articles provide the space to search and find a solution for their issue/questions. The Self-Service Portal can be customized by the administrator or user management team to display it in a way the management requires the users to view it. The widgets displayed in the users portal can be re-arranged, re-sized, added, and deleted.
Site management:
If your organization has various regional offices across the globe, you can configure these offices as Sites in ServiceDesk Plus. The purpose of configuring Sites is to maintain a Single ServiceDesk Plus installation irrespective of the location, working hours, and IT operations executed in the sites. By configuring Sites, you can restrict technicians from viewing requests of certain sites, organize your IT operations across sites, and enable prompt handling of requests raised from different sites.
Knowledgebase management:
A good knowledge base can give users instructions on how to resolve certain problems and also give your technicians a repository of solutions to technical problems. Build your Knowledgebase in ServiceDesk Plus on your own, with useful information that can empower your users and reduce problem resolution times. It's always important to set the right focus and understand what exactly your users need.
Live Chat:
Live Chat enables end-users to reach out to technicians in real-time, communicate their requests and issues, and get instant solutions. Requests can be created from chat transcripts.
Helpdesk Dashboard:
The Dashboards homepage displays important activities of ServiceDesk Plus in a single pane, through graphical illustrations in the form of multiple widgets. The dashboard is one of the most essential tools for a Helpdesk administrator, it helps him visualize the Key Performance Indicators and other strategic data for the organization at a glance. The Dashboards home page can be customized as per your requirement by adding new dashboards, widgets, and organizing widgets.
Reports:
ServiceDesk Plus Report tool provides you a set of pre-defined reports. Technicians can generate data from preset reports and export the data into multiple file formats. The generated reports can be scheduled periodically (one time report, daily report, weekly report, and monthly report ). You can create query reports to get specific data from ServiceDesk Plus.
ServiceDesk Plus report tool can integrate seamlessly with ManageEngine Analytics Plus and Zoho Reports Integration to give you a high-level view of your help desk, with the ability to drill-down into specifics. Create intuitive reports and view live dashboards easily and flexibly without writing lengthy database queries.
Mobile Apps:
Nowadays ticketing tools have come handy as a Mobile App. You can perform almost every activity of a ticketing tool through the Mobile App. The tool is much useful for both end-users and support technicians.
A support technician will have a bird's eye view of the tickets with complete details in a single pane. He can also perform other activities like ticket approvals, organizing tickets and tasks through appropriate filters, and can keep track of responses and resolution SLAs.
Integration capabilities:
ServiceDesk Plus offers powerful, native integrations with industry-leading apps from ManageEngine to give you a 360-degree view and control of your IT infrastructure. Be it managing networks, applications, and desktops from your IT help desk console or accessing advanced service desk analytics, ServiceDesk Plus enables you to do all of them with IT HelpDesk Integrations.
Extensions:
When your business grows and there is a need for expansion to manage Projects or Changes or Service Catalogs, you are given with 2 options, either you can upgrade current ServiceDesk Plus license to Profession or Enterprise editions to avail additional modules /features or you can add certain modules/features alone to your current setup as add-ons without affecting your current environment or data. ServiceDesk Plus Edition compression article will brief you on the list of feature which can be integrated with the Standard Edition of ServiceDesk Plus.
Get your Free ServiceDesk Plus Standard Edition license and Installation today!
Check our previous blog on - 11 IT ServiceDesk Tasks that should be automated to boost performance and quality